Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

Service Marketing > Chapter 1 > Flashcards

Chapter 1 Flashcards

1
Q

are economic activities performed by one party to another.

A

Services

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

Often time-based, these performances bring about desired results to recipients, objects, or other assets.

A

Services

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

they do not normally take ownership of the physical elements involved.

A

Services

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

provide benefits without ownership

A

Services

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

WHY STUDY SERVICES?

A

I. Services Dominate the Global Economy

2.Most New Jobs Are Generated by Services
3.Understanding Services Offers Personal Competitive Advantage
4.Powerful Forces are Transforming Service Markets

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

Powerful Forces are Transforming Service Markets

A

●Government Policies
● Social Changes
● Business Trends
● Advances in IT
● Internationalization

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

a form of marketing businesses that provide a service to their customers to increase brand awareness and sales.

A

Service Marketing

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

focuses on advertising intangible transactions that provide value to customers.

A

Service Marketing

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

They use service marketing to build loyalty and maintain long-term relationships with customers.

A

Professionals

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

often persuade their target audiences and increase sales by using a framework called the seven Ps of service marketing,

A

Service Marketers

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

CATEGORIES OF SERVICES

A

1.People Processing
2.Possession Processing
3.Mental Stimulus
4.Information Processing

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

In this type of service processing, the customer must be physically present for the service to be delivered.

A

People Processing

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

Some of the most common types of service processing involve people.

A

●Health care
● Lodging
● Passenger transportation
● Fitness centers
● Haircutting salons

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

When the customer is not required to be present while giving the necessary service, then it is a type of service process involving objects.

A

Possession Processing

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

These are procedures where the input is from the customer, but the processing does not require the customer’s presence at all.

A

Possession Processing

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

The customer is not required to be present at all and not even an object of the customer is required.

A

Mental stimulus

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

He just needs to understand what is happening.

A

Mental Stimulus

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

The physical exchange of objects or people is not necessary.

A

Mental Stimulus

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

These services touch people’s minds and have the power to shape attitudes and influence behavior

A

Mental Stimulus

20
Q

In this type of service processing, there is only mental work involved. As this is very difficult to measure, it is classified as intangible.

A

Mental Stimulus

21
Q

Example of mental stimulus

A

●Advertising
● Movies
● Religious Activities
● Theater performance
● Education
● News
● Professional Advice

22
Q

Example of Possession Processing

A

●Repair and maintenance work
● Warehousing
● Recycling of waste
●Laundry or dry cleaning

23
Q

describes intangible actions directed at a customer’s assets.

A

Information Processing

24
Q

In this category, little direct involvement with the customer may be needed once the service request has been initiated.

A

Information processing

25
Q

Examples of information processing

A

● Insurance
● Banking and consulting.

26
Q

a significant tool for creating the right marketing strategy and its implementation through effective tactics.

A

marketing mix

27
Q

The assessment of the roles of your product, promotion, price, and place plays a vital part in your marketing approach.
(T or F?)

A

True

28
Q

a variation of the four p’s of product marketing and focuses only on customer service industries like hotels, insurance companies, salons, aviation, etc.

A

The 7ps of service marketing

29
Q

7ps of the service marketing

A

Product
Price
Place
Promotion
People
Process
Physical evidence.

30
Q

a model that focuses on creating an emotional connection with your customers.

A

7ps of the service marketing

31
Q

This is done by providing them with high-quality, valuable customer experiences to achieve customer satisfaction.

Additionally, this approach helps to build loyalty and encourage repeat business.

A

7ps of service marketing

32
Q

the actual thing you are selling to the customer.

A

Product

33
Q

consist of a core product that meets the customers’ primary need and a variety of supplementary service elements that are mutually reinforcing, and add value to help customers to use the core product more effectively.

A

Service products

34
Q

offer an obvious benefit, like pain relief from a massage

A

Explicit services

35
Q

provide a psychological benefit, like feeling more confident after a haircut

A

Implicit services

36
Q

Product distribution may take place through physical or electronic channels (or both), depending on the nature of the service. (T or F?)

A

False, Service distribution.

37
Q

refers to where and when a business places its ads.

A

Place

38
Q

focuses on making potential customers aware of a brand and helping them determine the quality of that brand’s services

A

Promotion

39
Q

using ______________ can help a business distinguish itself.

A

promotional material

40
Q

The types of advertisements often include:

A

Contests
Livestreams
Endorsements from influential figures
Social media advertising

41
Q

refers to the people who work for a company in customer-facing roles.

A

People

42
Q

can motivate customers to return to the business for additional services as repeat buyers and also refer their peers to the business

A

Effective customer service

43
Q

Businesses train their staff members to perform a service using a _________.

A

set process

44
Q

everything your customers see when interacting with your business.

A

Physical evidence

45
Q

These are examples of?

-The physical environment where you provide the product or service.The layout or interior design
-Your branding
-Your packaging

A

Physical evidence

Service Marketing (4 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2025 Bold Learning Solutions. Terms and Conditions